Job Description

The Customer Service Representative II/III is responsible for meeting the goals and objectives of the organization by receiving, resolving, and communicating solutions to customer inquiries or complaints. This role focuses on maintaining customer satisfaction through accurate order processing, effective communication, and completing administrative tasks for an assigned portfolio of complex customer accounts. This is a full-time hybrid position with the option to work out of our Wrightstown location, just 1 day per week. The rest of the week you can work from home.

What You Get to Do as a Customer Service Representative at ProAmpac

• Professionally engage with customers to understand and meet their complex needs, offering in-depth advice and guidance on products and services, including but not limited to, specifications and applications, and assisting customers in making informed decisions.
• Provide tailored support for complex customer accounts, including custom requirements and unique service agreements.
• Receives and manages customer inquiries, delivering responses via phone calls and emails, efficiently addressing their concerns and resolving issues encountered.
• Completion of Customer Complaint Forms (CCFs) for thorough issue documentation and follow-up, ensuring all complaints are properly addressed and resolved.
• Utilize experience and knowledge to resolve advanced customer inquiries or issues, requiring in-depth problem-solving skills.
• Oversee order fulfillment processes from entry to delivery, monitoring progress and addressing any issues or delays.
• Manage various sales-related administrative tasks, including data entry, documentation, and reporting to support efficient operations.
• Accurate entry of purchase order details into applicable systems, ensuring all information is correctly recorded for fulfillment and billing purposes.
• Collaborate with internal departments, including but not limited to, sales services teams, production, logistics and sales to ensure seamless service delivery for assigned accounts.
• Conducts thorough analysis of customer accounts needs and performance, identifying opportunities and suggesting solutions or process enhancement and increasing efficiency, to ensure seamless operations and customer satisfaction.

Qualifications

• AS required; BS preferred
• 3-5 years' experience in a related field required.
• Experience using Microsoft Office Suite (Word, Excel, PowerPoint), Visio, Outlook Email, and calendar.
• Maintains strict confidentiality and protects privacy of confidential/sensitive information.
• Exceptional time management and organization skills. Ability to manage multiple tasks and projects simultaneously establishing priorities to meet deadlines.
• Ability to communicate effectively (verbal, written, and presentations) with executive leadership, staff, and internal and external clients.
• Proactive; exercises sound judgment and decision-making; able to identify problems and needs and develop solutions and/or options.
• Self-confident, self-motivated polished professional who thrives in a challenging, fast-paced environment.